ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The supervisor knows a conversation is about to start and the other person is upset and possibly angry. Clearly, digital tools are not just for the younger generation. That is far from the truth.

Customer Service 74

Customer Service Self service Accountability Customer Experience 74

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 293

Contact Center Self service Banking Airlines 293

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self service 204

Self service APIs Surveys Analytics 204

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

Steve DiGioia

JANUARY 9, 2017

Self Service. As I mentioned in a previous article entitled “ The Shocking Truth About Self Service ”, if we are to believe that installing self serve check-out counters are in the customer’s best interest, why not install more and really do away with the live cashier altogether? Personalized Advertising.

Advertising 100

Advertising Self service Personalization Technology 100

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. In a nutshell. Who’s there?

Self service 95

Self service Telecommunications Healthcare Analytics 95

ShepHyken

JANUARY 27, 2017

Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced.

Technology 247

Technology Customer Service Management CRM 247

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization B2C Chatbots 82

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The supervisor knows a conversation is about to start and the other person is upset and possibly angry. Clearly, digital tools are not just for the younger generation. That is far from the truth.

Customer Service 136

Customer Service Self service Accountability Customer Experience 136

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124.

Consulting 91

Consulting Consulting Engineering CRM 91

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Personally, I think these fears are largely unfounded. It provides automation and analysis of customer interactions, delivering efficient self-service.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. How AI is Enhancing Relationship Surveys Survey Design and Personalization AI can help create adaptive relationship surveys that adjust based on customer responses. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

Peter Lavers

JANUARY 31, 2017

Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online. So, to win in 2017 we need to figure out what’s “scarce” these days that we can use to make our marketing and customer experience distinctive.

B2B 113

B2B Self service Personalization Marketing 113

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. To do this, the AI-powered software considers the customer’s call history, behavior profile, conversational style, personality, and other data points.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self service 53

Self service Personalization Customer Service 53

SharpenCX

DECEMBER 23, 2020

“No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Impact to consumers. Contact Center.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). personalization. self-service. Self-service. consumers are using web self-service more than assisted service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service First call resolution Engineering Contact Center 48

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

TechSee

MAY 1, 2018

For example, AI-based predictive analytics can help energy companies forecast high bills before the bills are generated, and deliver personalized alerts to customers. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know. BMC Software Inc.,

Self service 52

Self service Marketing Technology Personalization 52

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. Interacting with a human is entirely optional.

Self service 48

Self service Advertising Airlines Accountability 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Self-service. Omni-channel. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

HGS

FEBRUARY 1, 2017

They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service. Balancing self-service and digital—including human assistance, when needed—is a significant customer service focus area.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

HGS

OCTOBER 3, 2017

Adding automated patient identification and authentication not only personalizes the interaction and ascertain the primary reason for the patient’s call, but also leads to complete resolution for a host of common inquiries like appointment confirmations, directions, hours and payments, without ever needing to engage an agent. Contact Center.

Contact Center 100

Contact Center Healthcare Business Process Outsourcing Self service 100

Callminer

DECEMBER 17, 2019

. “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” Self-service may prove a powerful new option for customer service savings in years to come.

Call Center 207

Call Center outsourcing Contact Center Finance 207